Service Designer - Hybrid in Hounslow

hackajob is collaborating with British Airways to connect them with exceptional professionals for this role.

A career without limits. As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It's something we've been doing for over 100 years, ever since we launched the world's first international scheduled air service between London and Paris. This originality has been in our blood since day one. It's the spirit we share with the people that fly with us, our partners, and our colleagues. So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make. We know great things can happen when you're inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: Email Designer. You'll be part of the & App team within the Commercial directorate, working across CRM, servicing and operational communications to shape the British Airways email customer experience. This team plays a critical role in delivering clear, accessible and engaging customer communications that support the wider BA brand, improve customer experience and drive commercial and operational outcomes.

What you'll do:

• Own and evolve the CRM email component library, patterns and guidance, ensuring consistency, scalability and accessibility across customer communications.
• Design clear, accessible and on-brand email communications across marketing, servicing and operational journeys.
• Create, maintain and document reusable email components, templates and patterns that support efficient delivery and consistent customer experiences.
• Partner with CRM, Content, Brand and Engineering teams to ensure designs are technically feasible, accessible and robust across channels and platforms.
• Use customer insight, testing and performance data to refine layouts, hierarchy and visual treatment.
• Participate in workshops and collaborative sessions to drive clarity, alignment and shared understanding.
• Advocate for accessibility and inclusive design, ensuring every email is readable, navigable and compliant across channels.
• Communicate design rationale clearly, explaining decisions to stakeholders and cross-functional teams.
• Ensure designs reflect the BA look-and-feel, following tone of voice guidance and digital content standards.
• Advocate for and support adoption of email standards, components and best practices across British Airways and delivery partners.
• Contribute to continuous improvement of workflows, design operations practices and ways of working within CRM communications.
• Undertake occasional ad-hoc work or provide cover for adjacent design tasks when required.

What you'll bring to British Airways:

• Strong visual design skills with expertise in hierarchy, spacing, typography and layout within email environments.
• Advanced proficiency in Figma and experience working with design systems and modular pattern libraries.
• Ability to understand customer needs, behaviours and motivations to shape clear and effective email experiences.
• Understanding of email-specific constraints including HTML rendering, responsive patterns, image fallbacks, dark mode and loading behaviour.
• Ability to communicate design ideas through visuals, mock-ups and prototypes.
• Strong understanding of accessibility standards and inclusive design principles.
• Strong collaboration and communication skills across CRM, Design, Content, Brand and Engineering teams.
• Ability to advocate for quality, consistency and design system evolution.
• Strong focus on customer outcomes, accessibility and brand consistency.
• Ability to balance customer needs, business objectives and technical constraints.
• Strong stakeholder management and influencing skills.
• Commitment to continuous improvement and best practice.
• Ability to work effectively across multiple priorities while maintaining a high standard of quality.
• Collaborative approach with a passion for supporting others and sharing knowledge.

Your experience:

• Portfolio demonstrating strong visual design capability and examples of email or component-based design work.
• Experience working with CRM teams, ESPs or email template environments.
• Experience working with modern email build frameworks such as MJML and understanding how components are translated into production-ready HTML.
• Understanding of front-end development, responsive design, mobile-first principles and accessibility standards.
• Familiarity with Figma, design systems and collaborative tooling.
• Experience working within cross-functional product or marketing teams.
• Experience in customer-facing, brand-led environments.
• Awareness of emerging tooling and workflows that support design-to-code processes.

What we offer: We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary. From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family. At British Airways you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress. We never stand still, and we don't expect our people to either.

Inclusion & Diversity: At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity is a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.